Hotel Reception Agent

Falbra Ltd - XVI Suites is seeking to recruit a Hotel Reception Agent to work full-time on a shift basis and to be responsible for welcoming guests and checking their details against their bookings; allocating guests their rooms, providing keys and informing them of any specials offered by the hotel.

Duties and responsibilities include but are not limited to:

• Answering phones from prospective customers and guests, taking messages and delivering them.


• Giving timely responses to clients’ dissatisfactions in an appropriate and timely manner.


• Receiving and managing reservations made online and by telephone.


• Completing administrative tasks such as photocopying, taking care of correspondence, emails, filing and switchboard to ensure the smooth running of the reception area.


• Providing concierge services, such as arranging transport services for guests at their request and providing information about local amenities and attractions.


• Checking guests out and taking payments.


• Preparing accurate and efficient accounts and guest billing processes.


• Performing night audits if necessary, as required by Management.


• Reporting any maintenance, breakage, or cleanliness problems to the Hotel Manager or Supervisor.


• Creating incident reports, daily activity logs, or other documents requested by Management.


• Liaising with housekeeping staff to make sure all the facilities are fit and rooms are clean, well-furnished, and in position to meet the needs of our guests.


• Adhering to all fire safety test procedures and to assist in the evacuation process in the event of fire and complying with hotel security and all health and safety legislation.


• Undertaking any other ad-hoc duties relevant to the post as and when required.


• Ensure that both the Hotel Manager and Supervisor are kept fully aware of any relevant feedback from guests.


• Demonstrate knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.


• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.

Skills and Qualification

• Problem-solving abilities.


• Strong communication and interpersonal skills.


• Excellent customer service skills.


• Flexibility and the ability to respond appropriately to changing situations.


• Discretion and sensitivity.


• The ability to maintain professional standards under pressure.


• Strong IT skills.


• Excellent administration and organisational skills.

Experience

• We are looking for candidates with at least two years of experience working in a similar role. Experience in administration and data handling is an advantage, as is any previous experience of providing personal services to clients or customers.


• Knowledge of OPERA PMS System is a must.


• Have an understanding of how travel planning websites work, for instance, Booking.com and Trip Advisor.


• Experience in Marketing will be considered an asset which includes but is not limited to social media management experience, customer service over social media and ad marketing.

Education and Training Requirements

• Certification, Diploma, or BA in Hotel Management or similar is required. Fluency in English is a must, along with proficiency in two languages (Spanish, Italian, French, German).